Customer experience journey mapping gives a clear picture of customer behavior at every interaction point across the organization. Leveraging data in journey maps allows businesses to see the customer in 4D so they can map insight from across applications, silos, and business units.
Empowered and knowledgeable employees shape the customer experience daily. Some may even argue that employee engagement is the single most important facet in the customer experience journey. A recent #cxo chat generated a healthy discussion on how employees fit into the customer experience equation.
The need to innovate and stay ahead of customer demands is even more imperative today. IDC estimates that “in 2012 the digital universe will grow to 2.7 zettabytes.” As customers and the market as a whole generate data, companies are compelled to capture and analyze an ever-greater percentage of
The sheer thought of the data we create and consume today is mind boggling. IBM research shows we create 2.5 quintillion bytes of data every day, and begs for a response to the question–what are we doing with all this data? A recent global survey by Jaspersoft answered this, revealing that the
If you're not careful, your Big Data investment can degenerate from a strategic asset into an unmanageable burden.
I'm not speaking about the potential complexity and cost of the underlying Big Data platform, though those are important concerns. What I'm referring to is the unfortunate tendency